Wednesday, April 20, 2022

Unifi "Connected But No Internet"

Last night after thunderstorm strike my housing area, my Unifi connection was broken.
Issue: Connected but No Internet

Checking at the Dlink Router show there is no connection to the router from external.
It seems like the router setting was return to factory reset due to thunderstorm.
The default IP is 192.168. 0.1, or using the link: http://dlinkrouter.local


In the router page, choose PPPoE connection and input your Username and Password.
I tried to input the last known password received from Unifi. 


Confirm the setting and proceed to "Next"


The WiFi router has been configured. Ready to test the WiFi connection.


Seems like the internet connected had been established. However, WiFi is connected but no internet.


As it was already 11:50pm, the Unifi "100" hotline is no longer in service after 10:00pm.
Thus, I proceed to search and try troubleshooting @ EasyFix (https://easyfix.unifi.com.my/auto/) using smartphone mobile data. 


Once completed the diagnosis online, copy the diagnosis outcome and continue reporting it to LiveChat (https://livechat.tm.com.my/UnifiLiveChat/LiveChat.aspx). This LiveChat is available 24/7. 

Submit the Diagnosis Report link copied from EasyFix, and tell the customer support what is your problem.


Customer support will offer to reset the PPPoE password for you. The new password will be send out via SMS and also immediately reflected in your WiFi Router setting. Or, worst case, you may need to manually input the password.


The SMS will be send out to your mobile phone. Example:
RM0 Unifi:Your service request to reset your password (Ref no:1-5xxxxxxxxxxx) has been completed. Your new HSI password is: xxXxxxXxx. Thank you.

By now, the internet connection will resume back to normal. 
And it is already 01:00am when it was solved. Just for sharing.

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